Elite24Bet Casino - Player can’t withdraw his winnings.

After several withdrawal attempts and inquiries, things are not progressing. Every time promised fast processing, nothing happens. They haven't responded to e-mails or chat for a week.

Dear matti95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the identity verification in the casino?

Have you accumulated your winnings with or without an active bonus? Since when is

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi!

i have made few successful withdrawals some months ago. So all the verification documents have been accepted and they also wanted me to fill source of wealth document which was accepted too.

I dont recall having any bonuses there but if i have, those have been before my previous withdrawals.

Matti

Do I understand your current withdrawal request is 'pending'? When exactly did you request the withdrawal and which payment method have you chosen? Is it the same as your last successful withdrawal from the casino?

Hi and thank you for fast reply!

Yes, the withdrawal status is "pending"

I made last withdrawals using Trustly. This time I tried Trustly too, but it could not be completed because some errors occured. I asked this from the chat and they adviced me to choose the bank transfer option, because Trustly was out for a long time. I changed withdrawal type to bank transfer on 18.12.2022 and it has been pending since then. I have had 3 chats with them always promising fast processing. I provided them with my bank IBAN number which they asked.

Thanks for the reply, matti95.

Before we contact the casino, is there any relevant communication between you and the casino you might share? Please forward it to tomas@casino.guru or alternatively post it here.

Hello Tomas!

I sent you 2 emails to show what they have promised to me.

Matti

Thank you very much, matti95, for providing the necessary information. I will now transfer your complaint to my colleague Stefan(stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear matti95,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an Elite24Bet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Elite24Bet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hey,

I would also add that I tried two small bets with elite24bet and the bets ended in a push situation, and the bets have not been paid back to the account after 24 hours. They are visible in open bets, even though the bet history shows that the status of the bet is push.

on top of that, I noticed that their social media accounts have gone completely silent since early December.

Checkmate

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear matti95,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Stefan